Risk Management Tools & Resources

 

The Corrosive Effect of Disruptive Behavior on Staff Morale and Patient Care

Laura M. Cascella, MA

The Corrosive Effect of Disruptive Behavior on Staff Morale and Patient Care

In any workplace, disruptive and negative behaviors can chip away at workers’ confidence, erode trust in leadership, and generally sour the working environment. Healthcare is no exception, and disruptive behavior among healthcare providers and staff is a well-documented problem in various practice settings.

The damage from disruptive behavior takes many forms, but one of the most pernicious consequences is its negative impact on employee morale and job turnover. A 2019 article in the Journal of Nursing Management notes that “Disruptive behaviour within the health care setting is concomitant with decreased productivity, absenteeism, turnover, and decreased patient safety.”1

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Telephone Triage in Healthcare Practices

Marcy A. Metzgar

Telephone Triage in Healthcare Practices

The telephone is one of the most important communication tools in healthcare practices. Telephone calls must be prioritized and routed appropriately so patients receive the proper medical attention. Healthcare practices should have written policies and protocols that specifically address handling telephone calls, triaging patients, scheduling appointments, refilling prescriptions, and addressing patient questions and problems. These procedures should specify documentation required for telephone-based encounters.1

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Patient Satisfaction Surveys as a Quality Improvement Tool for Healthcare Practices

Laura M. Cascella, MA

patient-satisfaction-surveys

Providing high-quality, optimal care has been a long-standing goal for healthcare leaders, practitioners, and nonclinical staff. Although this focus is not new, the increased emphasis on patient-centered care and the shift to value-based payment models in recent years have cast new light on the importance of patient satisfaction.

Measuring patients' perceptions of the quality of care and services they receive can offer healthcare practices valuable information and data on which to build quality improvement (QI) initiatives. One common mechanism for assessing patient perceptions is through the use of surveys. Patient satisfaction surveys can collect critical patient feedback and also offer opportunities to improve communication among healthcare providers, staff, and patients.

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Contract Administration in Healthcare Practices: Managing the Moving Parts

Contract Administration in Healthcare Practices: Managing the Moving Parts

Maintaining privacy of patients’ protected health information (PHI) is one of the most significant concerns related to social media use in healthcare. Privacy and security of PHI are addressed in federal law and governed by the U.S. Department of Health and Human Services (HHS) under the Health Insurance Portability and Accountability Act of 1996 (HIPAA). States also may have laws related to the privacy and security of PHI, which might be more stringent than federal laws.

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Balancing Social Media and Patient Privacy in Healthcare

Balancing Social Media and Patient Privacy in Healthcare

Maintaining privacy of patients’ protected health information (PHI) is one of the most significant concerns related to social media use in healthcare. Privacy and security of PHI are addressed in federal law and governed by the U.S. Department of Health and Human Services (HHS) under the Health Insurance Portability and Accountability Act of 1996 (HIPAA). States also may have laws related to the privacy and security of PHI, which might be more stringent than federal laws.

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Corporate Compliance: Covering the Bases

Corporate compliance is a concept that broadly applies to a range of corporate entities and refers to the processes these organizations follow to adhere to regulations and ethical standards. In healthcare, corporate compliance refers to an organization’s commitment to, and procedures for, detecting and preventing violations of state and federal laws, establishing expectations for ethical business practices, and setting appropriate standards for patient care and services. In short, corporate compliance is a commitment to do the right thing, both legally and ethically.

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CASE STUDY: Lapses in Elopement Policies Have Grave Consequences for Behavioral Health Patient

The patient was a 20-year-old male with behavioral health issues who had multiple prior admissions to a hospital psychiatric unit over a 6-year span. On October 10, he was admitted to the psychiatric unit again through the emergency department (ED) for emergency detention. Upon arrival, the patient was having a psychotic episode (hallucinations and paranoia), but after 14 hours of sleep, he appeared calm and engaged. A nurse screened the patient for suicidal ideation and classified him as low risk. Because he had tried to leave the ED the previous day, the patient was placed on elopement precaution.

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Improving the Care and Management of Behavioral Health Patients in the Emergency Department

Behavioral health issues have escalated in recent years and pose serious public health and patient safety concerns. Nearly 1 in 5 adults in the United States has a behavioral health condition; more than 1 in 10 adolescents report having a major depressive disorder in the last year; and only half of people who have mental illnesses receive treatment.1

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